Contact Center Operations Manager

2 months ago

London, Greater London, United Kingdom Wheelchair Transport Service, Inc. Full time

Job Summary

We are seeking an experienced Service Delivery Manager to join our team at Wheelchair Transport Service, Inc. As a key member of our Support department, you will be responsible for delivering exceptional customer experiences and ensuring the highest level of service quality.

Key Responsibilities

  • Lead the delivery of contact center services to multiple clients, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  • Develop and implement strategies to promote a positive sentiment among clients regarding our Managed Services Technical team's performance.
  • Collaborate with the sales organization to provide expert advice on technical aspects of complex Managed Services deals.
  • Manage a team of Managed Services technical experts, providing guidance and support to ensure optimal performance.

Requirements

  • Strong understanding of Managed Services financial performance, budget, and forecast.
  • Ability to analyze staff utilization, cost of service per contract/technology, and identify areas for growth and optimization.
  • Excellent leadership and communication skills, with the ability to motivate and develop employees.
  • Strong stakeholder management skills, with the ability to manage relationships under good and bad conditions.
  • Experience with contact center technologies and tools, particularly Genesys Cloud platform.
  • Relevant degree in ICT (Computer Science, Telecommunications) or equivalent experience.

Benefits

  • Pension Scheme
  • Life insurance
  • 25 days paid holiday a year

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